In today’s fiercely competitive landscape, the key to standing out is delivering exceptional customer experiences. However, as consumer demands evolve and channels of interaction multiply, the challenge of connecting with customers on their terms grows ever more complex.

Gone are the days of manual processes yielding results. To truly resonate with your audience and build unwavering trust in your brand, real-time data is the name of the game. Whether it’s understanding demographics, tracking transactions, or analysing behaviour patterns, leveraging AI-driven insights is essential for delivering tailored messages that captivate your audience at precisely the right moment and through their preferred channels.

Personalisation is not merely a nice-to-have – it’s non-negotiable. From acquiring new customers to nurturing existing relationships, every interaction is an opportunity to reinforce your brand identity and foster loyalty.

However, what is the most seamless way for businesses to handle this transition? Introducing Dynamics 365 Customer Insights – a cutting-edge solution that empowers businesses to gain deep, actionable insights into their customers and create personalised , targeted engagement at scale.

Join us on this blog as we dive into the world of Dynamics 365 Customer Insights capabilities. Discover how this innovative platform can revolutionise your marketing strategy, supercharge your customer engagement and drive unparalleled results.

 

What is Dynamics 365 Customer Insights?

The recent rebranding of Dynamics 365 Customer Insights marked Microsoft’s effort to amalgamate several Dynamics 365 apps into a unified solution. This strategic initiative was undertaken to simplify the product line, making it more accessible and navigable for customers.

Consolidating the functionalities of the standalone Dynamics 365 Customer Insights and Dynamics 365 Marketing solutions, the new Dynamics 365 Customer Insights offering presents a unified solution. It empowers your organisation to provide outstanding customer experiences by setting the groundwork for crafting tailored, agile and integrated customer journeys across sales, marketing and service departments.  

This updated version now encompasses both the Dynamics 365 Customer Insights – Journeys (formerly Dynamics 365 Marketing) and Dynamics 365 Customer Insights – Data (formerly Dynamics 365 Customer Insights). It is a favoured option for both mid-market and enterprise organisations due to its scalability.

 

What is the Need for This Rebranding ?

Delivering exceptional customer experiences hinges on understanding and engaging with customers in real time. However, fragmented data and the time-consuming task of manual content creation can impede your data analysis and marketers.

Dynamics 365 Customer Insights now integrates the customer data platform with real-time customer journey orchestration, empowering your teams to discover new insights and deliver personalised customer experiences through next-generation AI.

Now equipped with Copilot within customer insights, one can enhance creativity through suggested content ideas and facilitate teamwork by providing access to data and target segments. Data analysis can merge transactional, demographic and behavioural data to gain a holistic understanding of the customers.

Marketers can effortlessly create new customer segments and journeys with Copilot, expressing their desired customer outcomes on their terms. Furthermore, they can streamline content creation by selecting custom text and image recommendations that can be customised to fit the company, brand and audience.   

Sales teams benefit from a smooth transition from marketing, accessing a consolidated timeline of customers and engagements, prioritised leads and tailored product suggestions. Armed with insights into predicted customer lifetime value, customer service agents can prioritise and customise service levels to deliver optimal support experiences.

As both Dynamics 365 Customer Insights – Journeys and Dynamics 365 Customer Insights – Data boast robust capabilities individually, we will delve into a detailed discussion of Dynamics 365 Customer Insights – Journeys from now on.

 

What is Dynamics 365 Customer Insight – Journeys?

Dynamics 365 Customer Insights -Journeys offers a comprehensive, flexible solution designed to meet the needs of modern marketers. This solution is here to reshape the practices of marketers, whether deployed independently or in conjunction with other Dynamics 365 modules.

This robust functionality empowers marketers to create compelling customer experiences, dissolve data silos and cultivate impactful interactions with customers. It also enables organisations to integrate built-in features to streamline their marketing and sales processes and harness data to drive revenue growth.

 

What are the Capabilities of Dynamics 365 Customer Insights – Journeys?

Dynamics 365 Customer Insights  Journeys breaks free from its marketing-centric role. Through AI and natural language input assistance, business users can construct trigger-based journeys that reach customers across multiple interaction points, fostering relationships from initial prospects to sales and support stages.

Know Your Customers

Gain insights into your customers and craft truly personalised experiences. The integration of Customer Insights – Data segments and profiles empowers organisations to utilise comprehensive customer understanding within Customer Insights - Data seamlessly.  

·       Obtain detailed Insights Into Customers

Integrated transactional, demographic and behavioural data through AI-driven identity management helps to achieve a holistic customer view.

·       Augment Data and Forecast Intensions

Enhance profiles using various data sources, incorporating proprietary intelligence and unleash predictive capabilities using prebuilt AI models.

·       Develop Segments of Customers

Create fresh segments or explore new audiences using AI suggestions regularly refreshed with real-time data.

·       Adhere to Consent and Privacy and Regulations

Incorporate consent data while unifying information through automatic data refreshes to uphold compliance with privacy and security regulations.

Connect on Their Preferred Terms

Organisations can promptly initiate customer journeys using trigger-based methods across email, text messages, or push notification channels. They can select the most suitable channel for each individual and promptly respond to customer-initiated actions during crucial moments.

·       Offer Real-Time Experiences

Develop real-time customer journeys across channels, ensuring contextual alignment and the opportunity for optimisation through A/B testing.

·       Enhance Interactions Through AI

Offer customised experiences by delivering the correct message precisely using AI-powered channel selection.

·       Foster and Distribute Leads

Automate the transfer of scored, qualified leads to sales teams and evaluate pipeline performance using pre-built analytics dashboards.

·       Connect to Customers Where They Are

Interact with customers via preconfigured digital channels like text, email, and push notifications, seamlessly integrating personalised channels into the journey.

Maximise Your Productivity

Copilot aids marketers by facilitating the creation of fresh customer segments and journeys through natural language input. Additionally, it streamlines content creation by offering personalised text and image suggestions that align with your brand and target audience. 

·       Access Insights Swiftly

Explore insights and rapidly comprehend customer attributes through individual profile summaries using Copilot.

·       Make Audience Targeting Easier

Supply Copilot with details about your target segments to expedite creating, reviewing and modifying customer segments.

·       Swiftly Personalise Content

Leverage Copilot to generate tailored content, headlines, branded emails, and compelling images tailored to any segment.

·       Easily Craft Journeys

Make journey creation easier with Copilot by outlining the business objectives, target audience or preferred flows.

 

Dynamics 365 Customer Insights Pricing and Licensing Structure

The licensing for Customer Insights is based on a per-tenant model and grants the right to install both the Customer Insights – Journeys and Customer Insights – Data applications in up to four separate environments per application.Moreover, it includes a base capacity of 10k Interacted People for engagement through the Customer Insights – Journeys app and 100k Unified People for profile unification through the Customer Insights – Data app, in addition to the default Dataverse capacity.

Dynamics 365 Customer Insights – Journeys Pricing structure is AUD 2544.10 per tenant/month, delivering connected customer journeys and campaigns with unified customer data.

 

Conclusion

Isn’t it fascinating how this innovative solution can empower your business through AI and natural language input resistance? The above discussion has given a clear picture that by leveraging Dynamics 365 Customer Insights features, users can craft journeys initiated by triggers, engaging customers across multiple touchpoints and building relationships from initial leads to sales and support stages.

As a Microsoft Partner, Dynamics Square excels not only in identifying optimal licensing and structuring data but also in devising a technological blueprint that empowers you to manage and elevate your solution post-implementation. Our commitment revolves around ensuring that the solution serves you precisely where and how you need it.

Contact us today to explore the advanced capabilities of Dynamics 365 Customer Insights and the licensing options tailored to your business needs. Our team of experts are always at your service to help you unlock your business growth.